Measure chatbot handoffs to live agents, cut drop-offs, and lift CSAT. Ready-to-use survey template to optimize customer support escalations.
What's Included
AI-Powered Questions
Intelligent follow-up questions based on responses
Automated Analysis
Real-time sentiment and insight detection
Smart Distribution
Target the right audience automatically
Detailed Reports
Comprehensive insights and recommendations
Template Overview
22
Questions
AI-Powered
Smart Analysis
Ready-to-Use
Launch in Minutes
This professionally designed survey template helps you gather valuable insights with intelligent question flow and automated analysis.
Sample Survey Items
Q1
Chat Message
Welcome! Please think about your most recent support conversation where a chatbot transferred you to a human agent (preferably within the last 90 days). If you haven’t had one in the last 90 days, use your most recent.
Q2
Multiple Choice
Where did this conversation begin?
Website chat widget
Mobile app chat
Messaging app (e.g., WhatsApp, Messenger)
SMS/text
Social media chat
Voice/phone IVR with bot
Other
Q3
Dropdown
When did this handover occur?
Within the last 7 days
8–14 days ago
15–30 days ago
31–90 days ago
More than 90 days ago (most recent)
I’m not sure
Q4
Multiple Choice
How did the transfer to a human agent happen?
I asked to speak to a person
The bot suggested transferring
It happened automatically when the bot couldn’t help
I was offered a choice of agents/channels
I’m not sure
Q5
Rating
Overall, how would you rate the handover from chatbot to human agent?
Scale: 11 (star)
Min: Very poorMax: Excellent
Q6
Opinion Scale
How easy was the transition from chatbot to human agent?
Range: 1 – 10
Min: Very difficultMid: NeutralMax: Very easy
Q7
Numeric
About how many minutes did you wait between the bot and the human agent? If the handover was immediate, enter 0.
Accepts a numeric value
Whole numbers only
Q8
Matrix
Please evaluate the handover.
Rows
Strongly disagree
Disagree
Neither agree nor disagree
Agree
Strongly agree
It was clear when a human joined
•
•
•
•
•
The agent had context from the chatbot
•
•
•
•
•
I did not need to repeat information
•
•
•
•
•
The transition felt quick
•
•
•
•
•
I was told what would happen next
•
•
•
•
•
Q9
Multiple Choice
Attention check: To confirm you’re paying attention, please select “Yes.”
Yes
No
Q10
Rating
How effective was the human agent after the handover?
Scale: 11 (star)
Min: Not effectiveMax: Very effective
Q11
Multiple Choice
Was your issue resolved by the end of the conversation?
Yes, fully resolved
Partially resolved
No, not resolved
Not applicable
Q12
Multiple Choice
What, if anything, did you have to repeat to the agent? (Select all that apply)
Name or account details
Order/case number
Problem description
Steps already tried
Files or screenshots
Nothing had to be repeated
Q13
Multiple Choice
Thinking about timing, would you have preferred the handover to happen…
Sooner than it did
Later than it did
Timing was about right
No preference
Q14
Opinion Scale
How likely are you to use the chatbot again knowing a human handover is available?
Range: 1 – 10
Min: Not at all likelyMid: NeutralMax: Extremely likely
Q15
Dropdown
Where do you currently live?
Africa
Asia
Europe
Latin America/Caribbean
Middle East
North America
Oceania
Prefer not to say
Q16
Dropdown
What is your age?
18–24
25–34
35–44
45–54
55–64
65+
Prefer not to say
Q17
Multiple Choice
How do you describe your gender?
Woman
Man
Non-binary
Prefer not to say
Q18
Dropdown
What is the highest level of education you have completed?
Less than high school
High school or equivalent
Some college/Associate degree
Bachelor’s degree
Postgraduate degree
Prefer not to say
Q19
Multiple Choice
What is your current employment status?
Employed full-time
Employed part-time
Self-employed
Student
Unemployed and seeking work
Not working by choice (e.g., caregiver)
Retired
Prefer not to say
Q20
Long Text
What one change would have most improved the handover for you?
Max 600 chars
Q21
AI Interview
AI Interview: 2 Follow-up Questions on your handover experience
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Q22
Chat Message
Thanks for your time—your feedback will help improve future handovers.
Frequently Asked Questions
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